Warranty + Support Manager, CX

Who are we:
Caraway is a home goods brand on a mission to craft well-designed, non-toxic home goods that thoughtfully raises the standards of what you cook with. We’re passionate about creating elevated products, free of toxic chemicals, that are better for you, your family, and the planet. We prioritize a holistic approach to the creation of Caraway products. We partner with ethical manufacturers where their employees are safe, paid fairly, given benefits, and work regulated hours. Our eco-friendly manufacturing process releases less CO2 into the environment than traditional non-stick coatings and we engage in sustainable packaging practices, free of single-use plastics and ship in packaging made from recycled materials. We pride ourselves on continuously striving to do and be better - for you and the planet - in every step of the process.

Since launching in November 2019, we’ve become one of the fastest growing digitally-native brands of the last decade and are now sold in retailers including Target, Bloomingdale’s, Crate & Barrel, The Container Store, Costco, Zola, and many more.

We’ve amassed over 75,000+ five-star reviews from happy customers and hundreds of press hits from the likes of Vogue, Domino, Good Housekeeping, Food & Wine, Architectural Digest, PureWow, Fortune, and CNN.

Caraway is a fully-remote company filled with motivated and hardworking innovators and doers. We’re continually developing programs to support our distributed team to ensure a successful remote experience. If you’re looking to join a brand that folks love, read on and apply!

The Opportunity:
We are actively looking for a highly experienced and motivated Warranty & Support Manager, CX. Reporting to our Associate Director, Customer Experience. This role will be responsible for owning and optimizing the warranty claims process, driving efficiencies in post-purchase support, and maintaining a high standard of customer satisfaction. The Warranty & Support Manager, CX will work closely with the Customer Experience Manager and cross-functional teams to ensure seamless operations, alignment with SLAs, and robust problem-solving for warranty-related concerns.

This role will serve as a key driver in optimizing CX technologies and processes while addressing product-related issues, improving policies, and supporting warranty operations. With a strong focus on robust project management, this role will ensure the successful execution of system enhancements and cross-functional initiatives that elevate the customer journey. Partnering closely with internal teams and external stakeholders, including our BPO team, the ideal candidate will bring expertise in warranty management, technical acumen for CX optimization, and a data-driven mindset - all tied together with a commitment to delivering exceptional customer experiences.

Who You Are: 
You’re a relentless, customer-obsessed problem solver who transforms post-purchase experiences into brand loyalty powerhouses. With a sharp, data-driven mindset, you don’t just manage warranty operations - you revolutionize them, turning insights into action and obstacles into opportunities. Your communication skills are second to none, rallying teams across departments to deliver seamless, high-impact solutions. You thrive on optimization, always pushing the boundaries to make processes smarter, faster, and more customer-centric. By proactively tackling concerns and harnessing data to refine every interaction, you don’t just support customers - you turn them into raving fans. 

Responsibilities: